June 14, 2013 remembergroup

Are You Playing Telephone With Your Customers?

We all know at least one person, (maybe you) that has played the children’s game, Telephone.  The rules are as follows: a group sits in a line and the first person starts out by whispering something in the next person’s ear.  Then they whisper what they heard to the next person and so on. What happens at the end?  The message that was started usually comes out completely different when it gets to the last person.

Everywhere you look, people are getting the wrong message across.  Coming from the customer service world, a lot of what people think is “he said, she said”.  How do you stop your customers from getting your intentions confused?  Well, you stop playing the game of telephone.

How do you do that? Start with being there for all your customer’s needs.  Never use the phrase, “I don’t know.”  That makes it seem like nobody knows what they are talking about. A better sentence would be, “Let me go get so and so to answer that for you.”  Always make sure your employees have the correct information that you are trying to get across.

How else to get the customers thinking what you’re thinking? Get creative, have a brainstorm or a picnic.  However you want to do it, get you and your employees thinking more about the importance of unity when it comes to information.

If everyone is conveying the same message and getting the point across clearly, then the customer understands more clearly.  If we all follow basic rules of communication, the game of Telephone can almost be completely avoided.


Leave a Reply